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Did you hear that? That family member in room 20 was arguing with the doctor.

The daughter is crazy! She keeps harassing me with questions and doesn't listen. There's no point in talking sense to her.

What's causing the daughter to feel this way? It sounds like she's distressed...How can I help her?

Hello my name is Justin I'm one of the nurses here. I heard you needed assistance. Is there anything I can help you with?

I'm sorry to hear that...I can assure you that our team is doing our best to help your mom.

What helped the family member cope and how to gain their trust: 1) Empathy 2) Counseling 3) Family Centred Care

My mother is not doing well, she's very sick and I'm worried. She hasn't been able to respond to my voice for weeks.

Please help us, don't leave. My mom is very sick...

You're distressed and uncertain which is normal in this situation, but it will lead you to burnout. I'm concerned about your well being. I'm here to help you and your mother through this process. What can I do for you both?

She's taking a lot of pills. Why is she not getting better? I think it's not working.

It sounds like you're overwhelmed by her medication regime, which is normal. I can explain to you what your mom is taking.

You're doing a great job advocating and supporting your mother. I will also bring your concern to the doctors' attention... I'll be back with your mom's medication.